Research Methodology
Methodology is the research means or practice used to understand and
expound on occurrences as they appear in the research field (M. Pandy,
2012). Furthermore the research problem studies the implementation of
the service support at operational levels. An empirical study was
performed to analyse the levels of ITIL adoption at the Department of IT
at CPUT. Research methodology covers the specific techniques used in
research studies to select cases, measure and observe social life,
gather, interpret and analyse data, and report on findings (Newman,
2011).
Surveys can provide accurate, reliable and valid data when serious
efforts and observations are applied (Newman, 2006). The Department of
IT student online survey was conducted (see Annexure A) to look at the
performance factors of the online student query system as follows:
- Accessibility
- Academic Quality
- Speed of solution
- Completeness
- Clarity
- Success
- Courtesy